How Software Companies are
Profiting by Offering Recurring
Billing Services Online
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Lyn Tran
Director of Product Management - Online Platform
Consumer Products and Solutions
Symantec Corporation
Tuesday, May 8, 2007
Product Line Up
Norton AntiVirus
Norton Internet Security
Norton 360
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Norton Confidential
Norton SystemWorks
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Norton SystemWorks
Premier
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From Software to Service
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The transition from Internet Security
Software to Internet Security Service
is driven by:
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Evolving internet threat landscape
Customer needs and expectations
Always-on, always-current protection
from the industry leading internet
security provider
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3
Acquisition and Retention
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Customer reach
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Renew
Auto-renewal
Up-sell
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Direct
Partner eco-system
Business models
by segments
Customer choice
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Delicate balance of
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Online
Retail
ISP
OEM
Business models
by geography
The right
communication mix
Communication
frequency
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4
Subscription and Up-sell Offerings
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5
Interstitial Offerings
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6
Automatic Renewal Offering
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7
Automatic Renewal Notification
Timely
communication
and reminder
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8
Turning off Automatic Renewal
Customer
Choice!
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9
Global Solutions and Services
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Think globally, act locally:
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Languages
Currency
Payment methods
Offerings & Merchandizing
Pricing
Partnerships
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24 languages in 50+ countries
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10
Key Considerations
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Customer communication and management
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Timely and repeated communication
Balance value proposition with customer choice
Precise documentation of customer
communication history
Well managed chargeback and refunds
Billing Intervals
Card Updater Service
Compliance
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PCI
SOX
SAS-70
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11
What’s New In Payment
Management Over Last 12 Months?
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PCI
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Levels of compliance
Audits happening to merchants
Implications, penalties for not being PCI
compliant
MasterCard Excessive Chargeback
Program
Increased use of stored value cards
3 questions to ask your Finance Department
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PCI
Chargeback rate
Chargeback mix coming from affiliates?
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12
Critical Success Factors
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Simple, flexible, configurable designs and
solutions
Customer centric design and solutions
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Know your customers
Understand their preferences
Simple options
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Balanced customer communications
 Continuous and iterative optimization of
customer experience and offerings
 Key metrics
 Support tools
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13
Thank You
Lyn Tran
Symantec Corporation
[email protected]
Gene Hoffman
Vindicia, Inc.
[email protected]
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